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		<h1>Customer Service</h1>
		
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			<p> As an employee you need to ensure all customer commitments and requirements are met or exceeded, by 
			 being attentive, sharp, and courteous with each call.  Good <a href="credits.html" title="Customer service is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation (Turban et al., 2002)" >customer service</a> is having the ability to clearly 
			 communicate the <a href="glossary.html#stakeholders" title= "The term used to describe all parties involved in the knowledge building process are stakeholders. To learn more click..." > stakeholder's </a>importance and demonstrating 
			 an effort to meet all requests and needs. Lastly, establish and maintain effective relationships to rapidly solve their issue.</p>
		   
			<p>Your first priority is to <b> HEAR</b> the issue, gather appropriate information and show empathy with the caller then quickly resolve. Your company probably has metrics to follow and compares your service desk to industry numbers. Practicing good customer service increases your success rate and ability to handle any type of caller.</p>
			<h3>The lists below provide suggestions on how you should/should not handle a helpdesk call: <br>
				</h3>		<ul>
							<b>Do:</b>
							<li>Speak clearly and slowly.</li>
							<li>Use professional language.</li>
							<li>Be polite and as helpful as possible.</li>
							<li>Consider the client's point of view when making decisions.</li>
							<br><b>Do Not:</b>   
							<li>Don't get emotional or give the caller attitude.</li>					
							<li>Don't use profanity.</li>
							<li>Don't hang up abruptly on a caller.</li>
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